Apria Healthcare

We would like to again apologize for the level of customer service you experienced. After another review of your records, we confirmed that the Licensed Respiratory Therapist spoke with the patient on 11/4/16 and was able to trouble shoot the equipment  which is now functioning properly at this time.   We greatly appreciate you for taking the time to bring your concerns to our attention. We welcome all patient feedback as this provides us with a valuable insight into our services from the patient’s perspective which allows us to make service improvements, as it has done in this case.   Sincerely,   Apria Healthcare LLC

RESPONSE:
We have reviewed patient account and confirmed that she received her CPAP machine and supplies on May 13th, 2015. We submitted claims to Health-Net for payment but they were denied in error for no authorization. We submitted claims back to them for reprocessing and they were then denied...

as being applied to patient deductible amount $227.98.  Claims for dates of service July 13th, 2015 for the CPAP humidifier and August 14th, 2015 for CPAP supplies received were also denied as being applied to the deductible.  Leaving patient responsible for the charges of $24.33, $136.09 and $124.33. The amount of $160.02 charged to patient credit card was for dates of service May 13th, 2015, June 13th, 2015 and July 21st, 2015 for the monthly rental of the CPAP unit. The equipment has billed six months rental and will convert to purchase and will be patient owned once it reaches the 12th rental episode. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Mr. [redacted] has attempted to contact me, but my communication has been significantly limited due to travel and military-related exercises.
Regards,
[redacted]

We would like to apologize for the level of customer service you recently experienced regarding your Durable Medical Equipment (DME). After a review of your records, we confirmed that on 9/18/17 a family member requested to have the bed rails exchanged due to the bed rails delivered on 9/12/17 not...

working properly. The order was processed for an exchange; however, due to a customer service error, the delivery address was incorrect on the workorder. The order was then reprocessed with the correct address and the exchange was completed. The General Manager has spoken with the patient and was assured the equipment was working properly. Apria Healthcare prides itself in providing excellent customer care and this has allowed a coaching opportunity to prevent this situation from reoccurring.   Again, we sincerely apologize for any inconvenience or challenges this issued has caused. We greatly appreciate you for taking the time to bring your concerns to our attention. We welcome all patient feedback as this provides us with a valuable insight into our services from the patient’s perspective which allows us to make service improvements, as it has done in this case.     Sincerely,   Apria Healthcare LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

RESPONSE:After full review of Mr. [redacted]’s account, we show that Mr. [redacted] did receive theContinuous Positive Airway Pressure (CPAP) Unit on December 27, 2013. We do show that check number [redacted] was given at setup and authorization was given by Mr. [redacted] to charge the [redacted] provided for any and all future charges. Per our records Mr. [redacted]’s Continuous Positive Airway Pressure (CPAP) Unit did convert to sale on September 25, 2014 and is no longer renting on Mr. [redacted]’s account.In regards to the balance in collections, Apria Healthcare has recalled the remaining balance in collections so it will not reflect as Mr. [redacted]’s responsibility. Apria Healthcare will be mailing out a detailed accounting to Mr. [redacted] for his account to the address we have on file for Mr. [redacted]. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing. Sincerely,[redacted]Patient Account Resolution Team Lead

Item # 1:Ms. [redacted] states that Apria Healthcare did not resolve the issue regarding her refund. She stated that she has not received her refund as of February 25, 2015.  RESPONSE:After reviewing Ms. [redacted]’s account, I confirmed with our refund department that Ms.[redacted]’s refund for $61.80 was initiated and processed on February 7, 2015.  We apologize for any inconvenience this may have caused.  Sincerely,[redacted]Patient Pay Management Center Team Lead

Item # 1:  Mr. [redacted] daughter stated she approved a charge of $120.82 to her debit card for a bath bench for Mr. [redacted]. She stated she was double charged and contacted Apria and was put on an excessive hold time. After speaking with a representative it was confirmed that patient account did...

not reflect the overpayment at that time. She requested to speak with a supervisor to receive the credit but was informed there was not one available.                                         ...⇄ RESPONSE: We have reviewed Mr. [redacted] account and confirmed he received a bath bench on 4/21/14 and his daughter approved a payment by credit card for amount of $120.82 and payment was processed on 5/22/15. The credit card was processed twice for $120.82 in error and when Mr. [redacted] daughter contacted our office and spoke with our representative she informed them the payment has cleared her account. At that time it had not posted to our system because we actually have to receive payment from them before it is applied to our system.   The payment posted to our system on June 2th, 2015 and the refund was requested to be sent out to Mr. [redacted] in check form. At this time our management team is aware of the excessive hold times that we are experiencing and have implemented some changes. We will also use this as a training opportunity regarding the assistance that was provided so that we can provide better customer service to you. We do apologize for the inconvenience that this has caused.   Sincerely,   [redacted]   [redacted] Billing Center Quality Specialist

Thank you very much for your quick response.  I’m very encouraged.  We simply wanted to reach someone in Apria who can solve this problem.  The people we call are junior...

customer service reps who keep saying we owe the money.  They cannot or will not resolve this.In response to Apria’s message:The patient’s name is [redacted]The Apria account number is [redacted]Thank you[redacted]

We would like to apologize for the level of customer service you experienced during your recent contact with the organization. After review of your records, we were unable to meet your request to ship your supplies in 2015; unfortunately, the product was out of stock.  We also determined that...

you were successfully able to return the supplies.
 
Again, we sincerely apologize. Thank you for taking the time to bring your concerns to our attention. We welcome all patient feedback as this provides us with a valuable insight into our services from the patient’s perspective which allows us to make service improvements, as it has done in this case.
 
Sincerely,
Apria Healthcare LLC

Apria Healthcare changed the payment policy in 2014 and has worked to communicate this policy change to our patients. We have spoken with the customer regarding our policy and advised them of the requirements.  The customer has placed the necessary payment on file. There was a miscommunication...

on the delivery expectations on the patient's account. This has been resolved and delivery completed. We do apologize for any inconvenience this may have caused.

Item # 1:  Mr. [redacted] stated when he spoke to Apria Healthcare he was informed that his account was resolved but continue to be contacted by the collections department.   RESPONSE: We have reviewed Mr. [redacted] account and confirmed that his account balance has been removed from...

collections and the charges are no longer valid. We have reached out to the Collections Agency to confirm the removal and at this time his account reflects a zero balance. We do apologize for the miscommunication as our goal is to ensure customer satisfaction as well as accurate billing.     Sincerely,   [redacted]
 
[redacted] Billing Center Quality Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
One only [redacted] the terms "apria credit card" to learn why I sent a complaint into the Revdex.com about this practice. Hundreds if not thousands of their "customers" have had charges to cards with no notice or without cause. The fact that I refuse to allow their company access to my credit card number when my insurance company pays 100% is above and beyond the norm. I have also placed a complaint with my insurance company and asked that they no longer do business with Apria because of this. Patients who have a valid need for the equipment they have but do not have a credit card are lost and must either 1. not get their much needed equipment or 2. go somewhere else. Shame on you Apria. [redacted]

Please provide patient's full name and/or complete 10 digit Apria account number.
Thank you,
Apria Healthcare LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Please note that I am again requesting proof of all of the statements made in their reply.In my original complaint, I requested that: Apria take the balance of their claim against [redacted] from their unnamed Collection Agency and accept what Apria has collected as payment in full or provide proof of non- compliance according to [redacted] guidelines beginning in 06/23/2013. Apria responded that my Ms [redacted] was notified of non-compliance. My response:As stated in my original letter of complaint, [redacted] is an early stage dementia patient. Therefore, as her eldest child, I am now assisting her in paying her bills. In going through her records, I have not found any letters from Apria of non- compliance as asserted in the letter. Please send recorded proof of these "supposed" verbal authorizations of these additional monthly payments as dated below, in the dates and amounts of;  08/12/14 for $5.00;  09/23/14 for $112.07;  12/02/14 for $5.00;  12/08/14 for $114.52 (see attachments)Apria said in their response: "Apria Healthcare did not submit claims to [redacted] while Ms. [redacted]'s account was billing out as self-pay." My response: I am attaching documents proving that Apria Healthcare did in fact bill [redacted] Healthcare and were paid while they billed us as self-paying clients.   This is dishonest, we can not be self-paying if it was possible to bill [redacted] Healthcare and receive payments. I am now requesting that they return her monies and take this out of collections. In addition we would like a written letter stating what action they have taken and if they want they can  bill [redacted] Healthcare as it seems they could have done in the first place.
Sincerely,
[redacted]

We would like to take this opportunity again to thank you for taking the time to convey your concerns to us and to apologize for any miscommunication on our part that may have resulted in your concern.   After another review of your account, we confirmed that on August 18, 2017 a technician came to your residence to service your respiratory equipment and you were satisfied with the service and appreciative of the follow up.   Again, we sincerely apologize for any inconvenience this may have caused and greatly appreciate you for taking the time to bring your concerns to our attention.  Sincerely,   Apria Healthcare LLC

I was contacted by Apria Healthcare on Friday, July 10 and this matter was resolved.  Thank you for all of your assistance.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Item # 1:  Mr. [redacted] states that he received a statement in May showing misapplied payments dating back to May 10, 2014 – September 24, 2014.  Then referred his account to collections without telling him what the open balance of $128.93 was for.    RESPONSE: We have...

reviewed Mr. [redacted]’s account and found we refunded him by credit card and check number [redacted] in the amount of $84.87 in error.  Therefore, the amount due of $84.87, which he has repaid was due.  We apologize for this error and as of today, Mr. [redacted] has a $0.00 balance.    Sincerely, [redacted] Billing Center Quality Specialist

We have confirmed that the patient received cpap supplies September 06, 2016. He received the incorrect humidifier chamber and filters, which was replaced September 12, 2016 at no cost. The patient was billed for supplies received September 6, 2016 and for the rental of a bipap machine. The payment...

made on his account is still pending and will not be refunded once received, as all charges are valid. An itemized statement has been mailed to the patient and billing will continue as long as he has rental equipment. We take all feedback in consideration, which will aid in better serving our customers and apologize for any inconvenience.
 
Sincerely,
 
Apria Healthcare LLC

Item # 1:  Customer upset received an automated message the day of her delivery to confirm her delivery time.  Customer preferred to get a call from a live person 2-3 days in advance of her scheduled delivery. Item # 2:  Customer upset with delivery times.  Customer prefers...

that all deliveries are made between 8:00 am and 5:00 pm. RESPONSE Apria Healthcare contacts our patients via an automated calling system on the day of their delivery to confirm a delivery time window.  If the time given is not convenient for the customer, they can call us to reschedule and can request a specific time window for delivery that best suits their needs. Due to the fact that we deliver life-sustaining medical equipment, we do not limit our delivery hours to only 8:00 am to 5:00 pm. Sincerely,  [redacted]Area Customer Service ManagerLittleton, CO